V2 Rubric Detail — d57bf650-5f51-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 13:40
Duration
11m 50s
Contact
Kim Barras
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dennis Gamolo
HappyFox Case
#LTS00132014
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WRT3200ACM_Intermiitent Connectivity
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent avoided proper troubleshooting, provided materially incorrect technical information (firmware availability, support URL), and failed to uphold OOW best-effort standard — constituting critical Avoidance/Evasion (B) and Non-Adherence to Technical Accuracy (T3).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to troubleshoot a recurring connectivity issue, provided false information about firmware and support, and prematurely suggested replacement. No diagnostic steps were taken, violating OOW best-effort expectations. The call ended without resolution, next steps, or empathy, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports intermittent internet on WRT3200ACM (out of warranty). No troubleshooting performed. Agent incorrectly stated no firmware updates exist and directed customer to www.linux.com/support. Recommended replacement with LN1600.

Troubleshooting Steps
  • Confirmed solid white internet LED on the router.
  • Asked about ISP (Spectrum) and purchase location.
Key Observations
  • Agent provided incorrect support URL: www.linux.com instead of support.linksys.com at [11:00].
  • Agent falsely claimed WRT3200ACM has no firmware updates, contradicting public KB [09:00].
  • No troubleshooting steps performed despite customer asking for help [07:00].
  • Agent incorrectly implied that purchasing a new Linksys product restores support eligibility for old devices [09:00].
  • Long silences and lack of call control indicate poor efficiency and preparation.
Positive Highlights
  • Collected model number, serial number, and contact information accurately.
  • Identified the correct product family (WRT Series) from model number.
  • Confirmed customer's internet LED status, showing initial attempt to assess device state.
Agent Errors / Gaps
  • Provided wrong website for Linksys support (www.linux.com).
  • Falsely stated that no firmware updates are available for WRT3200ACM.
  • Incorrectly claimed that purchasing a new router restores support eligibility for out-of-warranty devices.
  • Failed to perform any diagnostic troubleshooting (power-cycle, firmware check, WAN verification).
  • Did not create or reference a HappyFox case during the call.
  • Gave contradictory and confusing eligibility guidance about paid support.
  • Did not offer any self-help resources (KB articles, email follow-up, chatbot) after customer declined paid support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the intermittent connectivity issue, offered no fix, and closed by suggesting a new purchase without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., reboot, speed test, firmware check); agent skipped diagnostics and moved straight to replacement suggestion.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated no firmware updates are available for WRT3200ACM and claimed no support despite OOW best-effort standard requiring troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent identified symptom (intermittent disconnects) but asked no diagnostic questions or root cause analysis; no logical troubleshooting flow followed.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., remote session, admin UI, logs, speed test) despite issue requiring them; customer was not guided to check router interface or run tests.
T3 Not Met No misinformation conf 98%
Agent stated 'no firmware updates available' for WRT3200ACM (false — firmware updates exist), and gave incorrect URL: www.linux.com/support instead of linksys.com.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to set expectations, did not guide interaction, and allowed customer to end call abruptly without closure or confirmation.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language but failed to confirm understanding or adapt to customer’s frustration and urgency.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; redirected to purchase new device instead of attempting resolution, violating OOW best-effort expectation.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or timelines provided; only vague suggestion to buy new router or use AI assistant.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given the issue could have been triaged at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent did not acknowledge customer’s frustration, repeated attempts, or emotional state; response remained transactional.
X2 Not Met Tone & rapport conf 95%
Agent maintained one-size-fits-all tone, did not adjust pace or empathy level despite customer expressing urgency and dissatisfaction.
X3 Not Met Overall experience conf 96%
Customer repeated information, received incorrect URL, and was not given actionable steps, increasing effort unnecessarily.
Call Transcript14 turns · 17 lines
Speaker 1
I have called before, but it's been a while.
00:00
Speaker 2
Welcome to Linksys. Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available, depending on the issue. Thank you for calling Linksys. My name is Dennis and this is your first time calling? Oh, I see. Let me see if I can, so pull up your record. I may have your first or last name. Kim Barrus, K-I-M-B-A-R-R-A-S for your last name, right? Okay. And/if you have your phone number, starting with the area code. Let me repeat that. You said it's 985-285-5907, right? How about your email address please? Let me repeat. You said it's...[silence] There you go. It's R-A-M-M-I-K-L-S at ATT.com. Okay, thank you. Yeah, I'm not able to pull up your record. Let me create a new case for you. Hold on a second, okay? And you're contacting from the United States, right? Okay, thank you. You don't look. Go ahead. Yeah, I was just asking you the model number of your Linksys device.
00:00
Speaker 1
correct 1,981,060,118.8. Correct. Um Spectrum. Uh Sam's.
03:00
Speaker 2
WRT3200ACM. Okay, may I have your serial number, please? [silence] Let me repeat that. You said is 1981060B611188, right? Okay, well our system is looking at the serial number. May I know who your internet service provider is? Vector, where did you purchase your router? Sam's Club, right? Okay, thank you.
03:00
Speaker 1
... ... It's booting up. All right right now I got one solid light on the Internet and the uh two dot four and the 5G is just flap. Yeah, yeah. Yep, correct. Yeah, it connects, but then you know, you, you, you are either watching TV or you're using a computer and all of a sudden it starts buffering, you know, and then the lost a signal and I got to reconnect it and then it'll last either whole day or a few hours and then it falls off again and it's constantly doing this. And I want to see if I could fix this one before I order another one. I want to make sure that this thing's unfixable.
05:00
Speaker 2
One solid lights. Right. So the internet light is solid white, right? Oh, okay. Yeah, it seems to be already connected to the Internet if that is the case. Um, [silence] Right. Yeah, we can probably troubleshoot your router and see what is really going on. And
06:00
Speaker 1
No. I don't want to if I'm going to spend money. I'm just going to go to replace it. Give it another shot, um, to see if I can get this thing. I don't know if it's a software issue or the unit itself is bad. How can I get I know? Well, you I got to pay, but how can you get it to upgrade? Is there a new software for it? How can I get it to upgrade if there's anything I can do for it? Can you give me that information?
07:00
Speaker 2
Hopefully, we would be able to find the resolution why you are experiencing internet intermittent connection on this router but based on our records, um this router is already out of its hardware warranty, which means that it is no longer entitled for our free technical support. However, we can still provide troubleshooting. We can still troubleshoot it for 15.
07:00
Speaker 1
Hey if it can't it's no support part. Well, it's not new. It's on yeah, it's on Amazon. It says refurbished. Yeah. Okay. That's why they're cheap. Because I it just went here. It wasn't cheap. But the one they got on Amazon right now refurbished is like 100 buff.
09:00
Speaker 2
Yes. Unfortunately, there is support. We can still provide you technical support if you purchase a new one. If you plan to purchase the same model... Right. Yes. Refurbished, meaning it is remanufactured and considered to be brand new. However, since it has reached its end of life, even if you purchase this brand new, you know that it is proven defective as well and there will be no replacement that can be offered as well as there will be no other firmware updates available on this particular unit. Okay. Oh.
09:00
Speaker 1
And I think I paid close to 300 or two something for this one, 250 or 260 or something like that when it was new. What model do you recommend to replace this thing? A new model number or or a 1600? Are you? 1600.
10:00
Speaker 2
Okay, okay. Yeah, I uh just Check. OK. Right. Okay. Right. OK. Yeah, so, uh we w go ahead. Yeah, our new router right now is already a mesh router. We do not have any router similar to yours. Uh our latest model is L. N. 1600. This is um for the existing one which. Now, it's L for links for Linksys and N for Nancy, 1600.
10:00
Speaker 1
function for that and then um I guess I guess I'll let this one go bye bye all right man thank you no that's it all right thank you bye bye
11:00
Speaker 2
okay [silence] all right [silence] you're welcome and you can also try our Linux AI assistant. Um you can just go to our support site. Um maybe they can provide you some tips on how to um troubleshoot by yourself. And should there be anything else that I can help you with before we end this call? [silence] all right good to hear that. Um Kim, um thank you again for calling Linux. Uh this has been Dennis. Uh for more details about the products and services, feel free to visit our website which is www.linux.com/support and you have a great day. Goodbye.
11:00